Last November, the research company, OpenAI, released the AI chatbot named ChatGPT. This AI bot’s advanced technology is demonstrated through its ability to answer ordinary questions from people, write essays, summarize documents, and understand language context with greater accuracy than existing AIs. Users can interact with the AI bot as if they were talking to a person, thanks to its sophisticated technology..
But how does this chatbot work, and can ChatGPT’s answers really replace human creativity and ideas? As a global game GM service provider, Latis Global is intrigued by the potential of ChatGPT to enhance game operation services. We are eager to learn more about this technology and will examine the research findings by the scientists at the University of Texas at Dallas.
ChatGPT Is the “Largest Language Model.”
AI systems are a part of our daily lives, whether we realize it or not. For instance, when unlocking an iPhone, Apple’s Face ID uses machine learning to identify the user. Similarly, social media apps use AI to provide us with personalized feeds based on our interests. Virtual assistants such as Siri and Alexa also rely on AI to answer our queries.
According to Xinya Du, an assistant computer science professor at the University of Texas at Dallas (UTD), ChatGPT is a specific kind of artificial intelligence called a ‘large language model.’ It has been trained on a large amount of data and text, including code and information from the Internet.
“It’s predicting the next word on a tremendously large scale, with a tremendously larger vocabulary of known texts than a human could possibly remember”, said Jessica Ouyang, an assistant computer science professor at the University of Texas at Dallas.
How Can ChatGPT Be Used in the Customer Service?
1. Taking Action to Resolve Client Problems
ChatGPT can efficiently handle an influx of negative reviews in the comments section, which can relieve the emotional burden on customer center staff. AI predicts appropriate responses to user complaints or, at the very least, provides the closest match to what users are seeking.
2. Issue Notification
When users encounter issues, it is ideal for them to receive a prompt response from the customer center. However, what if users could be informed about potential future issues before they even ask for help? AI-based solutions can accomplish this. If companies anticipate and address potential issues before they become problematic, users will appreciate their proactive approach.
3. Upselling
Attracting new clients or upselling to existing ones can be a great strategy for businesses, but the proposals must be “useful” and satisfying for consumers. ChatGPT can assist in creating persuasive proposals by analyzing the purchasing patterns of many consumers.
4. Responding to Customer Reviews
Customer reviews hold the power to make or break a business. Therefore, it is wise to respond to feedback from customers, whether it is positive or negative. It is equally important to read reviews, reply to them, and offer solutions if issues need to be resolved.
In fact, responding to every customer’s feedback can be overwhelming, which is why the same responses are overused as they get copied and pasted. However, ChatGPT can be helpful in terms of gaining a variety of fresh ideas regarding responding to customer reviews.
5. Creating Content for Existing and Potential Customers
Content is crucial in online marketing, particularly in content marketing. Without compelling and relevant content, online marketing efforts are futile. However, AI models like ChatGPT can make creating helpful content for customers effortless. By providing a few prompts, businesses can generate content for blogs and social media posts.
If the generated content from ChatGPT is not satisfactory, users can request the AI to create alternative content at any time. Users only need to review the content for errors and modify it according to their needs.
Then How Can ChatGPT Be Used for Games?
Customization and optimization are essential when using ChatGPT to support customer service in the gaming industry. The AI must be tailored to specific game scenarios and user requests for optimal performance.
1. Trained on Gaming Terminologies:
To improve communication and interaction with gamers, ChatGPT’s database for customer support services in gaming should be designed to use gamer-friendly terms. Additionally, the AI should be built to adapt to various linguistic habits and cultural backgrounds of gamers for maximum effectiveness.
2. Optimization Based on Knowledge:
In order to make ChatGPT provide game users with better answers and technical support, game companies should build a database on specific issues in games and scenarios. Through this, they can improve ChatGPT’s accuracy and improve its response rate.
3. Multi-Channel Support:
Expanding beyond text chat, ChatGPT has the capability to cater to the diverse communication needs of users by supporting various channels such as voice, images, and videos. This versatility not only widens ChatGPT’s range of services but also enhances its efficiency in handling different types of user inquiries.
4. Added Feature – Sentiment Analysis:
With the help of sentiment analysis, ChatGPT can better understand users’ emotions and requests, leading to more personalized and appropriate support services. By analyzing users’ sentiments, ChatGPT can adjust its response tone and attitude accordingly, which can enhance user satisfaction and loyalty.
5. Integration With Customer Service Representatives:
ChatGPT’s ability to support efficient automation for customer support services in gaming can be further enhanced by integrating it with human customer service representatives. By doing so, the quality of service and user satisfaction can be improved. For instance, ChatGPT can work in collaboration with customer service representatives and provide more detailed and personalized services through its auto-send function.
The Future of ChatGPT in Customer Centers?
ChatGPT’s ability to analyze and respond to customer inquiries faster can significantly reduce waiting time and increase customer satisfaction. Its advanced natural language processing (NLP) allows it to understand customer inquiries and provide accurate answers, which in turn can reduce the rate of miscommunications and errors.
ChatGPT can help reduce the need for customer support specialists and lower personnel expenses by automating daily customer service tasks. Additionally, it can support game companies in handling customer inquiries more efficiently and effectively by being able to handle a large volume of inquiries simultaneously.
Latis Global helps game companies enhance customer satisfaction and increase revenues by offering fast and precise customer support services.
While AI technology has come a long way, it still requires human assistance to function effectively. Developing and implementing AI-based systems still rely on human expertise and support.
